Windows 10: Screen freezing but sound continues

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  1.    21 Nov 2016 #1

    Screen freezing but sound continues

    Over the past week or so I'm getting occasional screen freezes - at first it was while gaming (World of Warcraft), but I'm finding the same thing can occur when I'm only using a web browser (Firefox), without WoW running at all.

    Today this happened while I was watching a Youtube video in Firefox, and I noticed that - while the screen was frozen and unresponsive (the video itself froze, cursor was there but with blue circle and nothing responded, couldn't ctrl+alt+del to get to task manager, etc.) - the sound from the video kept going. In the end, as with other freezes, I had to hard reset by holding down the PC's power button.

    Does anyone have advice on what might be causing this? Maybe it's a hardware issue - graphics card perhaps, but I'm not sure how to diagnose it. I've made sure the drivers are up to date, and likewise with Windows updates. Haven't had any recent hardware changes at all.

    Although I'm not getting a BSOD, I've run the diagnostic tool from that sub-forum, and zipped and uploaded the results here. Could someone possibly take a quick look and see if anything stands out, or give me some pointers on what to look for myself?


      My ComputerSystem Spec

  2. BugMeister's Avatar
    Posts : 3,104
    64-bit Win10 Pro Insider Build 17763.1
       21 Nov 2016 #2

    Hi, Zeel - welcome aboard..

    - could you fill out your system specifications, please..
    - it may provide clues as to the source of your problem..

    - cheers!
      My ComputersSystem Spec

  3.    22 Nov 2016 #3

    Hello BugMeister,

    Yes of course - that would help wouldn't it! I've filled out as much as I can at the moment, but please let me know if there's anything important missing. I could open the case up and see who manufacutred my other hard drive for example.
      My ComputerSystem Spec

  4.    22 Nov 2016 #4

    screen freezing but sound continues

    scan your pc with windows defender, after try to detect some screen problems from control panel
    Last edited by Askboy4; 22 Nov 2016 at 13:22. Reason: Mistake
      My ComputerSystem Spec

  5.    22 Nov 2016 #5

    I've run a full scan with Windows Defender already - no issues there. But what do you mean by using Control Panel to detect screen problems? I'd typically just go there to change resolutions or update drivers etc.
      My ComputerSystem Spec

  6.    22 Nov 2016 #6

    Have a look at your Reliability History and if there are any red flags,then view the Tech Details and it should give you sufficient info to find an answer.Also,if possible,download WHOCRASHED,from resplendence,com,it too will give details about the problem.Freezing is nearly always a problem with the display adapter and may require driver replacement.
      My ComputerSystem Spec

  7. BugMeister's Avatar
    Posts : 3,104
    64-bit Win10 Pro Insider Build 17763.1
       23 Nov 2016 #7

    your graphics card is possibly being stressed by the game - or by the demands being made on it, generally..
    - it might be time to get an upgrade..??

    - doesn't need to be expensive, just a wee bit more advanced..
    - something with a bit more on-board GFX RAM, maybe (say 4GB or better still, 8GB)
      My ComputersSystem Spec

  8.    23 Nov 2016 #8

    Thank you very much for the information guys. I didn't know about the View Reliability History function in Control Panel. I've been in there now and had a look around - there are quite a lot of Critical Events of the form "Windows stopped working" and "Windows was not not properly shut down", which will be me having to hard restart my PC when the screen freezes. No technical details for these though.

    However, there are a couple of hardware errors, and Windows errors of the form "Shut down unexpectedly" which do have some techncial details.

    For example, for the hardware errors:

    A problem with your hardware caused Windows to stop working correctly.

    Problem signature
    Problem Event Name: LiveKernelEvent
    Code: ab
    Parameter 1: 1
    Parameter 2: 350
    Parameter 3: 8e0
    Parameter 4: 600000005
    OS version: 10_0_14393
    Service Pack: 0_0
    Product: 768_1
    OS Version: 10.0.14393.
    Locale ID: 2057
    For Windows shutdown errors:

    Problem signature
    Problem Event Name: BlueScreen
    Code: 154
    Parameter 1: ffffab86faad7000
    Parameter 2: ffffc5813b52cff0
    Parameter 3: 2
    Parameter 4: 0
    OS version: 10_0_14393
    Service Pack: 0_0
    Product: 768_1
    OS Version: 10.0.14393.
    Locale ID: 2057

    Extra information about the problem
    Bucket ID: 0x154_c0000006_c0000185_nt!SMKM_STORE_MGR_struct_SM_TRAITS_::SmIoCtxQueueWork
    I'm still not able to make much sense of these unfortunately. Does anyone know how to interpret them? I'll see what I can find out online about doing so - and will try the whocrashed utility that joeandmarg0 mentioned too, thank you.

    I've had the same graphics card for the past three years, and not much has changed there or in terms of the games I'm playing - and in any event these freezes can still occur when there's no game running. So it's hopefully not an issue with the card being pushed too hard. I've also updated the drivers for it, but this didn't help.

    However, it's likely this is still a graphics card issue as you guys say - I'll try everything I can with it and, if nothing else works, can always get a new one. Something at the same spec won't be costly.
      My ComputerSystem Spec

  9. Borg 386's Avatar
    Posts : 21,284
    Win 7 32, Win 7 64 Pro, Win 8.1 64 Pro, Win 10 64 Education Edition
       23 Nov 2016 #9

    I had this problem a couple years back, any video would freeze, sound would continue & had to reboot the PC the same way. I looked at my graphics card but could not find a problem.

    The culprit for me turned out to be the new RAM I had installed 1 week back. As a test, I swapped the new out for the old sticks & the problem went away. The defective sticks were returned, the new ones arrived & once installed, no more problems with the video. It might be worth checking out your memory, it might have gone bad.

    If you have some spare memory lying around that you know is good, you could try swapping it out & see if that fixes the problem.

    Hopefully this helps & the problem isn't something deeper set.
      My ComputerSystem Spec

  10.    23 Nov 2016 #10

    Hey that's great - thanks very much. My RAM is on two 4GB sticks, so I could always try running with just one of them at a time for a while, see if that helps. If so, the other stick is suspect.

    I did run a Windows Memory Diagnostic just there and it didn't turn anything up, but it's probably not in-depth enough.

    Thanks again for the tip about RAM. That sounds promising, especially since you had what sounds like the same issue yourself.
      My ComputerSystem Spec

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